Monthly Archives: November 2022

4 Key Automotive Customer Service Experiences That Honda Offers

The modern day customer is very different. In this day and age, people want fast, efficient and good service, coupled with great customer service and experience. It is the same for the automotive customer service sector, because as cars improve on their ride, reliability and safety features, there is a causal link between the customer’s desired and actual experience. This is also not helped by the fact that customers “carry” customer service benchmarks from other industries; great service from the grocery store, ease of access in banking apps etc. 

This is where Honda’s philosophy comes into play. The Honda approach to customer service and satisfaction is very much focused on the philosophy of respect for the individual and the Three Joys of buying, selling, and creating. 

This means that Honda has always worked closely with its dealerships, like us here at Formula Venture, to maximize customer satisfaction. Honda is on hand every step of the way; from purchase to after-sales service, to ensure that dealerships work together with Honda to earn and maintain the trust of customers.

Therefore, if the automotive sector wants to succeed in elevating the customer experience, it’s important to first understand the 4 principles of what customers today are looking for, and to revamp the customer service experience to match. Here are the 4 principles of customer service that Honda offers to the modern customer:

1. Time is Money

Customers see time as a luxury. Waiting for the entire day at a service center isn’t exactly everyone’s idea of a good time. Learn to reduce waiting times during services, or to reduce the time taken to get back to their enquiries. If you can’t reduce the waiting times, make the customer’s waiting experience more pleasant and fruitful so that they can complete their tasks while waiting. 

Here at Formula Venture, we ensure that your whole servicing journey is as hassle free as possible, while also providing great service for both yourself and your car. 

2. Say YES

Always be the first to say YES. Customers don’t want to have to go through a series of roadblocks for their queries, they want to know whether you can fulfil their requests. This means that as frontline customer service representative, you have to make sure that the customer is met with a series of “YES” rather than bouncing them around without a result.

At Formula Venture, we believe that a customer who has already had a satisfactory experience with the brand and the dealer will be much more receptive to staying with us for the longer run. 

3. Be Authentic

In today’s day and age of sitcoms and silver screen shows, customers are faced with too much drama. It’s time to show your customers the authentic side of your service; starting with an unscripted style of customer service. Be sincere in your approach with customers and have the knowledge and expertise of the product to follow up on any queries. 

At Formula Venture, we strive to provide the best service and to be able to solve our customers’ queries or questions to the best of our ability. 

4. Offer Quality

Make sure that your customers are getting quality customer service, not based on quantity. Customers today know if you’re actually invested in solving their problems, or just want to make them a part of the daily statistics. All customer service areas should be upgraded to be on par with what your customers find in high-end hotels and retail spaces.

These 4 principles are key foundations for understanding the modern customer. Honda’s customer service and approach works, because they strive to deliver an optimal level of service to customers worldwide based on its philosophy of creating and expanding customer joy worldwide through service.

As part of their customer service philosophy, Honda also aims to expand customer joys and create strong bonds linking customers and Honda in different markets worldwide. This includes diversifying their products and tailoring it to different markets to fulfil local customer and market needs.

And that’s how we can provide the best service for our customer that Honda has to offer!

We hope you enjoyed the article!

Don’t forget that Formula Venture is an authorized Honda 3S dealer in Penang, covering the sales, services, spare parts and accessories of Honda cars. If you’re looking to keep your car running in perfect condition, feel free to drop by our showroom! If you’re looking to purchase a Honda for yourself, or want to experience our brand of customer servicing, we’re here for you as well!